About the Book
Bringing together the wide and diverse field of service innovation into a single, comprehensive and insightful text is a daunting challenge. Yet this is exactly what the Handbook of Service Innovation does. A great and compelling read, which I wholeheartedly recommend.
Professor Andy Neely,
Director, Cambridge Service Alliance, University of Cambridge, UK.
This is a hugely important topic and this handbook containing chapters from some of the leading academics and practitioner in the field. Service innovation encapsulates much of the work on management practices and productivity. As the modern world increasingly focuses on services long-run growth is going to come from innovation in their delivery, both product and process innovation. This book provides an ideal map for researchers to get up to speed on the latest work and thinking.
Professor Nicholas Bloom,
Professor of Economics, Stanford University, California USA.
Senior Associate of the Centre for Economic Performance, London School of Economics, London, UK.
The nature of service innovation continues to evolve as service offerings dominate over product offerings in developed economies around the world. Today making sense of service innovation is a top priority in industry, academia, government, and the social sectors. The Handbook of Service Innovation provides a up-to-date set of concepts, examples, and perspectives on this intellectual deep and economic significant area of research, practice, education, and policy.
Dr. James ("Jim") C. Spohrer
Director, IBM University Programs (IBM UP) and Cognitive Systems Institute
IBM Research - Almaden, San Jose, USA
The mechanisms by which services can innovate seem almost as numerous as the array of services themselves. And, the numbers of each are destined to grow as the percent of the workforce in service jobs continues to increase. The editors of this volume have ranged far and wide to provide us with some of the best current thinking on service innovation - how it happens, where it happens, and how it can be managed most appropriately. These articles illustrate the many ways in which services interact with our lives and the ways our lives interact with services - to change them and to improve them.
Professor Roger W. Schmenner,
Professor Emeritus of Operations Management, Kelley School of Business, Indiana University, USA
In this era of unparalleled service innovation, it is more vital than ever that we understand how to innovate and what makes service innovations successful. From high-tech services to hospitality to industrial and mass services, innovation is the key to competitive success, and this book is testimony to its importance and complexity. This collection of interesting new research provides many compelling insights and managerial prescriptions that should help both academic and practitioner audiences better appreciate the design, development, and management of service innovation, and improvement of service businesses and processes.
Professor Craig Froehle,
Professor, Operations & Business Analytics, University of Cincinnati, Ohio USA.
In many economies, the service sector accounts for the majority of economic value added today. And while services' economic importance is growing, the number of settings in which they are delivered is increasing as well. This means that no longer only pure service firms have to think about their capabilities for service innovation, but also government agencies and many industrial firms that are developing explicit service offerings and product service bundles. In addition, services are increasingly created and offered within complex networks and "eco-systems" - often across industry borders and applying advanced information and communication technology. This adds additional challenges and complexity for today's service managers. A key strength of the 'Handbook of Servic
About the Author:
Renu Agarwal
Renu Agarwal is a Senior Lecturer in Innovation and Service Operations Management at UTS Business. Renu has extensive industry experience and in her current faculty position, Renu provides leadership in the disciplinary fields of service innovation, service value networks, supply chain management, dynamic capability building, management practices, management education, and innovation and productivity. She has been instrumental in managing several federal and state government project grants on management practices for both Australia and New Zealand working in collaboration with London School of Economics, McKinsey and Stanford University. Currently, Renu is involved in the Australian Leadership capability Standard and the Regional High Performance Networks Programs, Centre for Workplace leadership, as well as Service Innovation: developing business models for future Value Chains theme, part of the Wealth from Waste CSIRO Flagship Cluster project. Renu has published in top tier international journals which include the Decision Sciences, International Journal of Production Economics, Education + Training Journal, International Journal of Operations Management, and International Journal of Production Research.
Willem Selen
Willem Selen is Professor of Management at the University of the Sunshine Coast, which he joined in Jan 2014. Prior to this he held professorial and senior academic management positions in Australia, Belgium, Saudi Arabia, The Netherlands, TRNC, UAE, and the USA as part of his more than 30 years in academia. He holds Bachelor and Master degrees in Commercial Engineering from Limburg University (Belgium), and a Ph.D in Business Administration from the University of South Carolina.
Willem has a broad research interest, which includes (service) operations management and supply chain management, and service networks and capability building, among others. He has published widely in the supply chain and service operations areas, and serves on the editorial board of the International Journal of Procurement Management. Previously he served as editor and guest-editor of a number of journals, including Journal of Operations Management.
Professor Selen has worked with numerous industry organisations, such as Opel Belgium in the automotive sector in Europe, where he engaged in productivity improvement projects.
Göran Roos
Göran Roos chairs the Value Added and Industry Growth subcommittee of the Economic Development Board of South Australia; is a member of the Council for Flinders University, and CSIRO's Manufacturing Sector Advisory Council. He is also a Stretton Fellow appointed by the City of Playford at University of Adelaide; Professor in Strategic Design in the Faculty of Design, Swinburne University of Technology, Melbourne, Australia; Adjunct Professor at Mawson Institute, University of South Australia, Adelaide, Australia; Adjunct Professor at ECIC, University of Adelaide, South Australia; Australia; Adjunct Professor at University of Technology Sydney Business School, Australia; and Adjunct Associate Professor in the College of Business, Nanyang Business School, Nanyang Technological University, Singapore. Göran is one of the founders of modern intellectual capital science and a recognised world expert in this field as well as a major contributor to the thinking and practice in the areas of strategy and innovation management as well as industrial and innovation policy. He is a member of the editorial board of the Journal of Human Resource Costing and Accounting; the International Journal of Strategic Change Management; the International Journal of Learning and Intellectual Capital and the Journal of Intellectual Capital. Göran was appointed "Manufacturing for the Future" Thinker in Residence by the South Australian Premier for the year 2011 and an appointed member of the Prime Minister's Manufacturing Leaders Group 2012/2013 and he was selected for Committee for Economic Development of Australia (CEDA) Top 10 Speeches 2013.
Roy Green
Roy Green is Dean of the UTS Business School at the University of Technology Sydney. His doctorate is from the University of Cambridge, where he was also a Research Fellow, and he has worked in universities, business and government in Australia and overseas. He was previously Dean at the National University of Ireland and Macquarie Graduate School of Management. Roy has published widely in the areas of innovation policy and management and has undertaken multi-country projects with the OECD and European Commission.
Roy chaired the Australian Government's Innovative Regions Centre, CSIRO Manufacturing Sector Advisory Council and NSW Manufacturing Council, and served on the Prime Minister's Manufacturing Taskforce, Enterprise Connect Advisory Committee and ABS Innovation Reference Group. He conducted the Government's review of the Textile, Clothing and Footwear industries, led Australian participation in a global study of management and productivity, coordinated an Australian Business Deans Council initiative on the future of management education and has co-authored recent reports on productivity, skills and innovation. Currently, Roy is involved in the Australian Design Integration Network, the Work Integrated Learning taskforce of Universities Australia and a project on future prospects for the car components sector.
